How to get support
Raise support requests through the customer portal so the full thread, attachments, exported logs, replies, and closure history stay in one place.
Included product support
- Included support covers product questions, licensing issues, downloads, and help interpreting DockPilot diagnostics.
- Support is handled during UK working hours on a best-effort basis unless you have a separate support agreement.
- Use the DockPilot app export button or the dockpilot support-export command before raising a technical ticket.
Optional support agreement
- A paid support agreement provides a same-working-day initial response target.
- Education customers can purchase the support agreement at the education support price.
- Business customers can purchase the support agreement at the business support price.
- Consultancy, Jamf rollout work, packaging, migration planning, and bespoke deployment work are quoted separately.
Ticket states
- Open: the ticket is waiting for review.
- Awaiting engineer: DockPilot is investigating or preparing a response.
- Awaiting customer: DockPilot is waiting for more information from you.
- Resolved: the ticket has been closed, but you can reply if the issue needs reopening.
SLA reporting
The portal tracks first response time and closed time so response performance can be reviewed for each customer and across the current month or year.